Cannabis Customer Experience Specialist For E Commerce Jobs

Are you an upbeat, optimistic person? Does solving someone's problem give your brain a dopamine release? Us too!

Have you worked on an online customer service team for web / e-commerce? Do you have experience helping people find the product that's right for them?

The person we're looking for will be attentive and responsive to the needs of our customers while maintaining an objective perspective of the situation at hand.

If you're driven to follow procedure and do things the right way, but know when the rules should be bent for the greater good, we want to meet you.

Our Customer Experience Specialists pay attention to the details and know how important it is to follow through.

What's the job like?

We use multiple software platforms including Shopify, Zendesk, Live Chat, NetSuite, Slack, ShipStation, and Google Suite. You don't need to have experience with those platforms, but you will need to be computer savvy. If you're not 100% comfortable with computers, this isn't the job for you.

We're looking for someone with a strong desire to learn and master technical information related to water pipes, vaporizers, and other cannabis accessories. Your ability and desire to research product information so you can have intelligent conversations with customers is vital.

We're a small business with 18 employees, so personality matters. We want team players who like coming in, solving problems, and enjoy the company of their co-workers (who are all cool and interesting in one way or another).

We build rapport with our customers and show empathy in a genuine way. Our personable approach to business is one of the things that sets us apart from our competitors.

This role has a wide variety of responsibilities, but they all tie back to the customer experience. We talk to our customers over the phone, via live chat, and through email / support tickets. We work with the shipping team when an order requires special attention. We collaborate with the web team when product photos or descriptions need to be fixed or improved for clarity. We talk to the inventory team with questions about products and availability.

Spelling, grammar, and typing speed are important because most of our communication is written. If you're not strong in all three of these areas, this isn't the job for you.

Can you follow through and accurately complete all the steps required? A single issue could require multiple steps in different platforms, like responding to a customer in Zendesk, updating their order in Shopify, recording a refund in NetSuite, and communicating with another department via Slack. This role has a lot of responsibility and the right person will be able to handle it without getting frazzled.

What about COVID-19?

We only have essential staff on site in our warehouse during this time. All employees who can work from home are doing so. In addition, we've implemented the following safety procedures:

• Everyone is required to wear a mask (provided by us)
• We ask that people stay 6 feet apart (as much as possible)
• Warehouse garage doors are open
• Multiple fans throughout the building keep air moving
• We have 6 HEPA filters with hydroxyl generators that capture and kill viruses and bacteria in the offices and breakroom

Schedule & Location

We value quality of life and utilize a 32 hour workweek, with the option for additional hours when we're busy. This position is Sunday - Wednesday at 8 hours per day.

We're located in South Austin near Slaughter & S. 1st Street. During covid, this job can be done remotely with the exception of processing returns, which would be done on site one day per week.

Compensation

• $18.75 / hour (32-36 hours per week)
• Health, Dental, and Vision insurance
• Paid holidays including your birthday
• Paid sick days
• Paid vacation days
• Employee discount

420 Science Core Values

• We are helpful. We help our customers, our co-workers, and our friends & partners. We ask, "what's the right thing to do in this situation?"
• 
  We are efficient. Thoughtful consideration is given to our processes. Accuracy and attention to detail are vital to our success.
• 
  We are growing. We focus on sustainable growth for our company while fostering personal growth for our people.
  

About Us

420 Science was founded in 2004 by two best friends with a passion for cannabis and enthusiasm for small business. Together they built this company into an industry leader. We are one of the largest online smoke shops in the US and we also manufacture products that are sold in thousands of stores worldwide, including local shops like Smoke ATX, Mr. Nice Guy's and MaryJae's Smoke Culture. We have a fun & casual work environment and are oriented toward growth and industry domination.

420 Science is proud to be an equal opportunity employer. We foster an environment of mutual respect and personal growth. We celebrate and welcome diversity and are committed to creating an inclusive workplace.

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